Help Desk Specialist I - TekSynap

RESPONSIBILITIES

• Maintains supplied software packages for internal users as required.
• Analyzes new hardware to determine its need or application in the existing or proposed system.
• Respond to all written requests to the SLES resource within two hours and respond to all calls immediately.
• Document all assistance in the existing Helpdesk Log including date, time, name of user, problem, and action taken at the completion of assistance.
• Develops general and detailed documentation describing system specifications and operating instructions.
• Revises existing systems and procedures to correct deficiencies and maintain more effective data handling, conversion, input/output requirements, and storage.
• Supports scheduling of back-end support for Documentum database (performing indexing and optimization of the database) and front-end system administration of the Documentum software using the Documentum System Administration module as required.
• Provide Help Desk support services to the SLES users and from the hours of 7:30 a.m. to 4:00 p.m. Eastern Time. The candidate shall provide tier-1 help desk support to SLES users.
• Provide 24x7 emergency support for Documentum and rotate support via an NRC-provided phone for after hours and answer emergency calls and shall travel to the NRC Operations Center in 3WFN within one hour of a request to be at NRC.
• Provide operation and maintenance support for the secure Safeguards Information (SGI) records repository in compliance with National Archive and Records Administration requirements.
• Support users with up-loading, downloading, retrieving documents, encrypting documents, and setting up workflows, and any other E-Safe assistance as required.
• Provide Documentum support for Continuity of Operations (COOP) services for the SLES system and ensure a continuity of operations can be achieved.
• Ensure that all SLES system and standard operation procedure documentation is up-to- date. Ensure all system changes are accurately documented and fully captured in the SLES system and user documentation.

REQUIRED QUALIFICATIONS

• Bachelor’s Degree and 6+ years of relevant experience
• Working understanding of Federal policies and procedures for handling SGI and/or classified documents
• Enterprise Content Management experience
• Experience providing functional support to end users with Records Management Systems
• Creation and modification of Documentum ACLs for managing security of documents for users
• Experience in an SGI and/or classified environment and Documentum developed SGI and/or classified repository. Experience supporting end-users of networked computers (desktops/thin clients) and their related desktop applications
• Experience supporting the Microsoft Office suite including Microsoft Word, Excel, Power Point and Outlook.

We are seeking a Help Desk Specialist I to join our team supporting various Nuclear Regulatory Commission (NRC) projects in Rockville, MD.

TekSynap currently has several IT support contracts at the NRC which have varying levels of system support required for enterprise content management in the NRC unsecure and secure environments.  We are looking for a system analyst that has experience with system analyst support experience with server-based information system applications and database such as, but not limited to SharePoint, DocuShare, Open Text ECM, Oracle WebCenter, FileCloud or other Enterprise Content Management (ECM) application and associated database. 

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

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The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

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WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Rockville, MD
• Type of environment: Office
• Noise level: (Low, Medium, High) Low
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

Citizenship US - NLT 7 years

Clearance requirement NRC IT-1

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.